Stellantis &You España: self-service as the natural evolution of the customer service model
May 2026
Stellantis &You España
A leader in automotive distribution in Spain, Stellantis &You represents brands such as Citroën, Peugeot, Fiat, Opel, DS Automobiles, Jeep, Abarth, Lancia and Alfa Romeo. It is Europe’s second-largest car manufacturer, with more than 1,700 employees and over 100 sales and repair points throughout Spain.
The challenge: reducing wait times during peak hours
The aftersales team at Stellantis &You Stellantis &You was facing a growing challenge. High wait times during peak hours and a continuously increasing work volume made it clear there was a need to optimise flow management in the aftersales area and improve efficiency without relying solely on additional human resources.
Moreover, the Stellantis &You team was aware that customers were becoming increasingly accustomed to fast, self-service digital solutions. The question, therefore, was not whether to act, but how to do so without compromising the quality of human interaction or overloading service advisors.
In February 2025, Stellantis &You España decided to implement an Indoor kiosk and Tjekvik’s Home Check-in at its Sevilla Calonge facility.
Just three months later, Stellantis activated a seconds site in Sevilla (San Lázaro). Today, the network operates four Indoor kiosks across its two Sevilla facilities and one in Valencia.
Choosing Tjekvik was a natural decision for Stellantis &You.
A leader in self-service technology for aftersales, Tjekvik integrates with the dealer management system, making adoption straightforward within their daily operations.
Tjekvik is also a recognised solution, successfully implemented in other European markets and backed by a strong technology roadmap.
Operational impact, new commercial opportunities
For Stellantis &You, the greatest benefit has been an increase in operational efficiency. Advisors can see upcoming arrivals in Tjekvik ahead of time, prepare the work, and manage key handovers without the need for personal interaction.
Check-in and check-out managed from home and through the kiosks not only reduce pressure at reception, but also minimise wait times and offer a better customer experience.
With an average of 15% of customers checking in via self-service, Stellantis has managed to increase its operational capacity without needing to expand its workforce.
Specifically, as Elena Ramos, Marketing Director, explains, “The results are noticeable in the revenue generated from upselling. By showing relevant products and services at the moment the customer checks in from home or at the kiosk, Tjekvik contributes to increasing revenue naturally, without the team having to put in any additional effort.
Self-check-in devices become an additional point of contact with the customer to share relevant product and service information based on every customer’s profile and needs.”
Currently, Stellantis &You is increasing its sales of additional products and services thanks to self-service, with wiper blades, brakes, and air conditioning cleaning being the best-selling items.
In addition, in 2025, 220 customers requested maintenance plans through self-service, with 83 requests in the first two months of 2026.
Beyond upselling, the kiosk also acts as a source of vehicle sales leads.
Adoption by service advisors and process optimisation
As with any operational change, service advisors were initially skeptical, but the benefits of self-service quickly became evident: reduced administrative workload, shorter wait times, and more time available to provide personalised attention where it’s truly needed.
“Advisors themselves are now actively promoting the use of Tjekvik’s self-service solution,” notes Carlos López Samartino.
On an operational level, Stellantis &You España focused on optimising four key aspects.
First, enabling autonomous check-in and check-out to ease activity spikes at reception and dedicate more time to customers who need in-person assistance.
Second, standardising the handover process to reduce both time and potential errors.
Third, making better use of the customer’s time: during their visit, customers can learn about and sign up for promotions and services that interest them, solving several matters in a single visit and avoiding additional back-and-forths.
Finally, in day-to-day operations, advisors use Tjekvik to monitor expected arrivals, anticipate work, and manage key handover without the need for constant face-to-face interaction – something customers particularly value.
Positive reception from customers
Customer response has been positive from the start. The ability to avoid queues during busy periods and complete check-in at any time resonates with a customer base that increasingly values autonomy.
Customer feedback frequently highlights the convenience, speed and ease of use of self-service. After trying it once, many customers become repeat users of self-service.
Next steps and recommendation
Stellantis &You España believes self-service will become the standard in aftersales in the coming years, which is why the group sees it as a fundamental pillar of its aftersales strategy.
Likewise, Stellantis &You anticipates expanding Tjekvik within its network, aiming to further personalise the process, achieve greater automation with the DMS to reduce manual touchpoints, and develop advanced customer communication tools to expand the digital experience.
According to the group’s Aftersales Director, Tjekvik is “a pillar for continuing to digitalise our aftersales experience and improve the efficiency of our processes” – and not only for Stellantis &You, but for any dealership seeking efficiency, scalability and a modern customer experience.”
The Stellantis & You España team is unequivocal in its recommendation:
“Without a doubt, Tjekvik is a tool that optimises aftersales operations and improves customer satisfaction from day one,” concludes Carlos López Samartino, Aftersales Director.